Intention vs Action: How Businesses Connect With Customers

I have been exploring the ways businesses are connecting with their customers via the web and social media. More and more, you hear brands refer to their customers as a “community,” especially as businesses more readily embrace social media to tap into the markets they serve.

But I am curious about the distinction between stated intention, and action. What I mean is: oftentimes, a business will have a noble stated intention – that they are embracing social media in order to listen to their customers, and offer them special benefits that will improve their lives and help them meet their goals.

And sometimes, this is indeed the case.

But other times, businesses are piling into social media simply to market their products via new channels. Are they adjusting their tactics? Of course they are. Savvy companies know they can’t merely “broadcast” their message in social media channels. So they get more nuanced, they get smarter about turning a marketing campaign into a social media campaign, adjusting where needed, to how their customers’ behaviors and expectations are changing.

Company Values
This reminds me of company values and mission statements that many businesses create. More and more, you see them posted on walls of offices and in stores that you may frequent. Here is Ben & Jerry’s:

Values

Here is the mission statement of grocery retailer Supervalu:

Values

The person who posted that photo to Flickr included a great caption that hits the nail on the head:

“This big yellow sign hangs above the stairs to remind us daily what our mission is. When I started about seven years ago, the “mission statement” took about 10 words to state; then a couple years ago, a committee was commissioned to revamp the 40-year-old statement. It now takes up the entire wall. Ah, committees.”

Many businesses want to be all things to all people, and embody every positive attribute. So you will commonly see mission statements that include all of these elements:

  • We will produce the very best products.
  • We put customers first.
  • We put employees first.
  • We believe in serving the community first.
  • We put our shareholders first.
  • We stop at nothing short of excellence in everything we do.
  • We will be innovative.
  • We will provide greater value than anyone else.
  • We are the exclusive choice for savvy customers.

Too many businesses try to be inclusive of everything a business CAN be, so they often avoid making choices as to what kind of business they actually WILL be. They say “yes” to every item on the list above, because they never want to feel that they aren’t innovative, or value-conscious, or focused on customers, or produce great products.

What many companies are left with is rehashing the same staid words in their mission statements and values. The result is often that they become meaningless simply because employees and brands can’t live up to all of these things at once. If you remove the name of the company from these statements, you likely won’t be able to tell if it is from a bank, a food store, or a heavy equipment manufacturer.

This is the real point:

Intention isn’t enough.

It’s not enough to SAY you are focused on customer satisfaction, you have to deliver on it. It’s not enough to SAY you are innovative, your customers have to be the ones to say that.

In the best of times, we learn of a company’s values not because of what they say, but how they act. Here is a great example. This is the stated mission statement on the wall of a mobile phone store:

Values

And this was the caption beneath the photo:
“And they followed through. The sales guy actually told us, given the situation, to NOT get a phone.”

Why do companies veer from their stated missions? Because John Lennon’s adage holds true: “Life is what happens to you while you’re busy making other plans.” A company’s brand is built not on what they say, but what they do. And often, they are doing so many things at once, that it may be difficult to keep their “values” front and center, especially when the need for “profit” is always looming so large in front of them.

I was watching a video of Steve Jobs announcing new Apple products this week. In it, he made a small offhand remark:

“This is why we do what we do.”

Why do I mention Apple? Why does EVERYONE mention Apple!? Because they seem to be one of the rare companies whose values, whose purpose, IS self-evident in their products, in their stores, in their tech support. Are they a bit arrogant? Sure. Are they a bit closed? Sure. Are they expensive? Sure. But we know what they stand for, we know what you GET when you buy an Apple product, and what you don’t get. They made a choice – and it’s hard to make a choice because that means you will likely have a polarizing effect with customers: some will love you, some will hate you, and some will ignore you. But this is how you prevent your business from becoming a commodity always competing on price alone.

When a brand needs to actively promote their values, you have to wonder why it was not so obvious in their existing products and services that they need to actually tell us.

Marketing Vs Community

This tagline on the door of Starbucks scared me:

Rituals

I read the sign as another message: “Give in. Come Buy Our Coffee Like a Robot. Every Day.” But of course, wrapped in words such as ‘comfort’ and ‘ritual’ to make it sound down to earth, simple and relaxing.

Some businesses think a community is merely trapping a group of people into the habit of giving them attention or money. The customers of a cable TV provider are not a community. They merely needed cable, and had a limited choice of providers. Or for retail stores who offer loyalty cards, they feel that if you use them for a discount, again and again, that you are a part of their “community.”

A community cares about more than a discount.

Why do I love social media, even for businesses? Because it allows smart businesses to truly help their customers, truly listen to their customers, and truly share their passion and expertise with like-minded individuals in their markets.

And, instead of relying on vague values statements, it allows companies to illustrate their values in small ways every day. Not by saying “we care about customers,” but by actually connecting with individual customers, and showing them that they care.

It is these direct connections that never existed before. Cluttering up the social media channels with traditional marketing tactics is certainly going to be something that businesses will try. But the smart ones will realize the potential to reshape how they connect with their customers, and reshape the value that they can have in the lives of their customers.

And instead of printing values on the walls of their stores and offices, companies will simply allow their customers to express the values that they experienced. One Tweet, status update, and blog post at a time.

-Dan

How to Become a Successful Writer: The Christina Katz Interview

This week, I chatted with Christina Katz, who teaches people how to become great writers, get their books published, and build an author platform. You can find Christina on Twitter at @TheWriterMama, on her website ChristinaKatz.com and you can purchase her books on Amazon.

My goal is to share conversations with those doing interesting things in the world of publishing, media, and the web.

Click ‘play’ below to hear Christina’s thoughts on how writers can become successful.

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How Social Media Helps Books Grow

Today I want to talk about why we write, about what it says about our culture, and publishing’s place in capturing, sharing and preserving not just information, but the human experience.

Recording Our Experience

I’ve been collecting photos of carvings in trees – they are always simple messages, usually just two names in a heart. I’m fascinated by them – about stumbling upon moments from decades ago. Here are some of the older carvings I could find…

Of all the trees in the woods, this one has something to say:
Tree

1972. Who is RS + KM and SS + SL? No idea. I wonder if even they would remember.
Tree

1974: DS + LO
Tree

1975: Bev + John
Tree

January 1, 1978: Dave + Patti
Tree

1979: JD + OR
Tree

1982: Dan (unrelated)
Tree

1983: Cory + Tiffany (I like to think this was Cory Feldman and the pop singer Tiffany)
Tree

The wider the lettering, the older the carving. Of course, eventually, the message is lost.
Tree

Mary Ann & Robert seem to have come back to their tree three times in the past 35 years.
Tree

These people tried to preserve a feeling, preserve a moment. They tried to share something with the world, and leave a lasting legacy. And in some ways they have – those etchings are still there. But the moment and the context are now gone. And as strangers like me bump into them, they are orphans, without meaning.

I can’t help but consider that some of the feelings that went into marking a tree are the same that an author hopes to find when seeking publication. That they want to capture a moment – capture their thoughts, their feelings, their expertise – into something that will last. Something that is public and outside of themselves. Something that will be stumbled upon by others, to be discovered, and perhaps wondered at.

There is a great quote from the book “The Peterkin Papers” from 1883:

“We are going to be introduced to Mr. Dickens,” he said.
“I thought he was dead!” exclaimed Mrs. Peterkin, trembling.
“Authors live forever!” said Agamemnon in her ear.

Even beyond immediate affect of a book – of how it educates or inspires readers, and even beyond sales and recognition, I think authors have a romantic vision of people finding their books in an old book shop, years later. That this is indeed a way for the work itself to live on, and for their contribution to our culture to remain immortal. But even those moments, of someone discovering value in an old book, are often private and isolated. They are not shared experiences that can easily be shared further, increasing the value of the work with each discovery.

What I find compelling is how – on the internet – we are able to connect with each other around a book – around THE WORK. When the author is involved – perhaps connecting with readers via social media – that can be an incredible experience. But even without their direct involvement, a community can form around an idea or a story that began in a book.

You see this happen in thousands of small ways each day – within forums, blogs, and social media. And these interactions are public, and they are preserved. A forum discussion between two people is available for others to discover years later, and contribute to, extending the discussion in new ways. So even interactions that seem isolated at the time, are available for others see how we connect to an idea, to a story. And every connection fuels another, then another. These ideas, these stories, they spread on the web in ways they never could in print alone.

The Isolation of Information

For most of human history, we were a storytelling culture. Information and stories were shared person to person, by relaying the same stories again and again. Over time, these stories evolved, they were modified as they were spread across one culture to another, and they became a way for one generation to connect with the next.

Then came books, and books changed the world. When I speak to some folks in publishing, there is a concern that the web – that digital media – is undermining the purpose of books, destroying the business model that supports publishing, and distracting the next generation from the great works of our culture.

Now, books are pretty awesome, but, they are not perfect. And human culture got along without them for thousands of years. In many ways, the web actually enhances the purpose of books – bringing us closer to information, to story, and to the human experience.

Look at this date slip from the back of a library book I bumped into:

Due date in library book

Now, I don’t know if this tells the full history of this book, or if other date slips were missing. But I do think it makes a point – do you realize the steps that are involved to make this book relevant to someone? Sure, the book is AVAILABLE for use, but what has to happen to match need to book?

  1. Someone has to have a need for information this book may contain.
  2. They have to go to the library to search for the information.
  3. They have to enter keywords into a database system, and come up with a book title and brief abstract. Even if the book consists of tens of thousands of words, a person has merely a title and a couple sentences to go on when judging if this book contains the information they are looking for.
  4. They have to go to the shelves and find the book.
  5. They have to review it quickly to decide if it may or may not help, skimming through it, looking at the table of contents and index.
  6. They have to check the book out, bring it home and explore it further to decide whether it really solves their problem or not.

And then, this whole process has to begin again with a new person for the book – for a specific chapter – to become relevant yet again.

This is why Google’s search box is such a revolution, and where Google’s and Amazon’s ability to search within books becomes really important. The web makes tiny nuggets of information relevant at a moments notice. There is one step – one search box – and that is all that is needed to access nearly anything. What’s more – it puts all media – all books – all of the ways that humans share experience, story and information – it puts it all on a level playing field.

Community as Legacy

An author might feel that they will live forever because of their book – but really, that only happens if someone READS their book. The book is not the only essential element here, another person is.

I spoke at a Book Industry Guild event this week, and was asked a great question by John Evans of Simon and Schuster. I’ll paraphrase: “What about 50 years from now, when authors are no longer able to represent their books online via social media. How can the work itself live on in the social media world?”

I loved how forward thinking this was – too much of the book industry (and EVERY industry) focuses only on the next fiscal quarter, or next season. But his question underscored the value of how books contribute to our culture in the long term, that the life of a book is measured in decades (if not centuries and millennia), and that their affect can be profoundly more influential in the long term than best seller rankings of today. That people who may not yet be born, will one day live on to make the work of today relevant in future generations.

Backstreets MagazineThis also touches upon the idea of how a body of work extends to growing a community. Let me give you an example. This week I listened to a two-part podcast that shares the history of the Bruce Springsteen fan magazine Backstreets.

The publisher talked about how, after decades of publishing the magazine, the fan community has actually eclipsed Bruce Springsteen himself in terms of importance. That he publishes the magazine to support the fans and the community around Bruce’s music – that they are the MOST important aspect of this endeavor. Not the magazine – the thing – and not even Bruce. The publisher is working to support a community, and this community will live on and grow in ways that an individual (Bruce), cannot. But certainly, his fans will spread his message, and share his music.

This is what we mean when we talk about building a community when it comes to publishing. A community is not a marketing campaign around the launch window for a book. It is an investment in the future, it is growing a culture of ideas and connections. It is making books relevant not just in 2010, but in 2060.

-Dan

How to Serve & Grow a Community: The Scott Gould Interview

This week, I chatted with Scott Gould, founder of Like Minds, consultant, and speaker. You can find Scott on Twitter at @ScottGould, and his blog: ScottGould.me.

My goal is to share conversations with those doing interesting things in the world of publishing, media, and the web.

Click ‘play’ below to hear Scott’s experience in growing his community, and connecting the online world to the offline world.

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The Difference Between Vision and Management

Does your business have vision? Do you have a goal for your career beyond stepping up a pre-determined corporate ladder?

Today I want to talk about the difference between having vision, and management.

Last week, I listened to Tim O’Reilly speak at a Publishing Point meetup in New York. He made a point about the need to be a visionary, and used Walt Disney as an example. That one’s business will always do well and adjust to the market if you are following a vision, not just protecting an established business model.

He was speaking to a room of publishers, but I think the point goes well beyond this one industry. For them, focusing on saving the existing book sales process may be a dead end. But if they follow a vision that focuses on writing, knowledge, sharing, and connection – they have a vibrant future regardless of form and business model.

When I was a teenager, I became obsessed with Walt Disney. I read every biography I could find on him, and remember scanning old articles on those horrible microfiche machines. So today, I want to explore the concept of why being a visionary will lead to business success, and do so by recounting a pivotal moment in Walt Disney’s career.

If you have 20 minutes, watch these two videos. They are the second & third parts of a three part series in which Walt Disney explains his plans for the Walt Disney World project in Florida.

Several things to notice:

1. He describes EPCOT as the hub of the entire 27,400 acres. The Magic Kingdom amusement park is shoved into a corner compared to EPCOT.
2. EPCOT as we know it to day is NOTHING like what Walt Disney planned. He envisioned a true working city of the future. Celebration Florida even pales in comparison to what he had in mind.
3. EPCOT stands for Experimental Prototype Community Of Tomorrow
4. He expected 20,000 people to live there, and industries to be centered there, all testing the latest technologies and innovations constantly.

Walt Disney was a visionary. He didn’t create a product, a business model, and then work hard to expand and protect it. He gave that task to managers. He looked at deeper reasons and further into what could be. He was always changing, always evolving, always growing. He pushed the Disney company into new territory.

He started in animation, moved to feature films, to television, to theme parks, and finally envisioned how we lived as a culture via EPCOT. At each step, he challenged us and created something of dramatically higher quality than we had come to expect. Theme parks were usually dirty places prior to his opening Disneyland. He received a great deal of resistance when he decided to open a theme park, people couldn’t imagine why he would want to open a place like that. They had no idea how far his vision went – how it eclipsed what we had come to expect from an amusement park.

Likewise, EPCOT was a bold enterprise – attempting to solve the problems of our cities. He would start from scratch, and build something entirely new. A living blueprint of the future that was always in the state of becoming.

Walt was focused on helping, not on entrenching. On expanding what Disney could do with their resources, not worrying about how to shove another Mickey Mouse doll into people’s lives.

This is how people grow, and ideally, how companies should grow. Not to think of ways to eek out another dollar from their customers, but think of new ways to help – to expand upon what was before, and move into new areas.

In some ways, once Walt Disney passed away, the company stopped growing. Sure, it EXPANDED, taking its intellectual property and expanding it into new markets and new products. They worked to integrate themselves into our lives, but in the same ways they always have. The Disney of today wants to change the way we live by putting a Mickey Mouse logo on everything you own. The Disney from Walt’s era wanted to change the way we live in ways that had nothing to do with cartoon characters.

Walt would have been pushing beyond toys and theme parks and TV shows. The closest comparison I can find today is someone like Richard Branson who is trying to create a consumer space airline. Disney would have been doing similar things – thinking so far beyond our expectations, that he challenges not only us, but his own company. I imagine Richard’s company gets worried when he has a new idea.

Why is Steve Jobs such a success? Because he scares the living daylights out of his own company. He pushes them, challenges them so much further than they ever would have on their own. Inherent in this is risk, and most companies try to avoid that.

Visionaries see the opposite – they see risk in standing still, in not growing. Not just personal risk, or financial risk, but cultural and human risk. That we – as human beings – are at risk when we stand still. We need to grow. It is what we owe our ancestors and future generations.

“Leadership” is a buzzword nowadays. When I say we need visionary leaders, I don’t just mean we need those with ideas to make speeches and motivate others. We need people who will get their hands dirty to build these things as well. That they will be as involved in tactics as well as vision. That you will see them in the mud creating the future for our culture.

Visionaries elevate us. Here’s a simple representation that I came upon while coming into New York City yesterday:

Penn Station, original:

Penn Station

Penn Station, today:

Penn Station

Which elevates us, and which merely manages us?

-Dan